WFM - Real Time Analyst
Santa Ana, El Salvador
Contracted to Full Time
Experienced
WFM, Real Time Analyst.
About The Role
The Real Time Analyst is responsible for managing all intraday processes in support of operations to achieve the business objective of service level, maximizing efficiency and occupancy. Is also responsible for the real-time monitoring of all queues and skill sets, making adjustments to call allocations driven by real-time trends. Responsible for the real-time monitoring of agents, ensuring adherence to their schedules, handling pending time-off requests, schedule changes, and the daily exception management of IEX.
Responsibilities:
Creating attendance reports, metrics according to the needs of the Account; monitoring the flow of calls, chats and/or emails; auxiliary monitoring; adherence exception reports; report writing productivity, and the development and automation of new reports, recommend overtime or VTO (voluntary time off) based on daily performance, coordinate the issue resolution process between frontline and supporting teams whenever a system issue occurs, constant communication between client, operations, training and management, tracking attrition, absenteeism, and unproductive hours.
Skills and Requirements:
Schedule flexibility - Required.
Positive attitude
Strong Leadership skills
Proactivity.
Organized.
Ability to solve problems (Statistics, mathematical logic Skills)
Ability to work under pressure and meet deadlines
Creativity and Innovation.
Strong Teamwork spirit
Attention to details.
Required knowledge:
English B2
Oral and written comprehension.
Appropriate use of language.
MS Office Advanced
Google Sheets
Advanced Excel skills (Functions: SUMIF Joint, average, Count, conditioning formulas ( IF, AND, OR )
Preparation and presentation of advanced graphics
PivotTables
Search the data value by:VLOOKUP.
Format Cells
Advanced Filters
General BPO knowledge.
IEX, Verint
Data Studio
Studies & Experience:
At least two years of university studies in Systems Engineering or related careers - Desirable.
Experience in similar positions - Desirable
About The Role
The Real Time Analyst is responsible for managing all intraday processes in support of operations to achieve the business objective of service level, maximizing efficiency and occupancy. Is also responsible for the real-time monitoring of all queues and skill sets, making adjustments to call allocations driven by real-time trends. Responsible for the real-time monitoring of agents, ensuring adherence to their schedules, handling pending time-off requests, schedule changes, and the daily exception management of IEX.
Responsibilities:
Creating attendance reports, metrics according to the needs of the Account; monitoring the flow of calls, chats and/or emails; auxiliary monitoring; adherence exception reports; report writing productivity, and the development and automation of new reports, recommend overtime or VTO (voluntary time off) based on daily performance, coordinate the issue resolution process between frontline and supporting teams whenever a system issue occurs, constant communication between client, operations, training and management, tracking attrition, absenteeism, and unproductive hours.
Skills and Requirements:
Schedule flexibility - Required.
Positive attitude
Strong Leadership skills
Proactivity.
Organized.
Ability to solve problems (Statistics, mathematical logic Skills)
Ability to work under pressure and meet deadlines
Creativity and Innovation.
Strong Teamwork spirit
Attention to details.
Required knowledge:
English B2
Oral and written comprehension.
Appropriate use of language.
MS Office Advanced
Google Sheets
Advanced Excel skills (Functions: SUMIF Joint, average, Count, conditioning formulas ( IF, AND, OR )
Preparation and presentation of advanced graphics
PivotTables
Search the data value by:VLOOKUP.
Format Cells
Advanced Filters
General BPO knowledge.
IEX, Verint
Data Studio
Studies & Experience:
At least two years of university studies in Systems Engineering or related careers - Desirable.
Experience in similar positions - Desirable
Apply for this position
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